Introduction to Mobile Ticketer - General Overview

— Anna Dowling

The Mobile version of the Ticketer application is typically used by the Field Technicians whilst onsite fixing an issue with equipment. It has many of the same features as the normal Ticketer Application but formatted into a mobile screen. The Mobile Ticketer can be accessed at Ticketer/mobile

See below for the display of the Mobile Ticketer.

A user can create a ticket manually in the mobile ticketer using the Create Ticket tab.

1. This requires a ticket summary to be entered when clicked.
2. From here a user will be asked to select a workflow to create the ticket in.
3. Once as workflow has been chosen, the user can select the starting state for the ticket. if the user is an administrator they will have access to extra selections for Unsupported States at this point.
4. Once a status has been chose, the user will be prompted to enter a market for the ticket to be assigned to.
5. Next the user will select owners for the ticket.
6. Finally they will be asked to confirm the ticket being created or edit the previously selected fields:

Options available once a ticket has been created are demonstrated below:

Included options are as follows:

• Add Form - Attach a form to the ticket
• View Forms - View existing forms on the ticket.
• Change Status - Change the status of a ticket.
• View Running Log - View running log entries made on this ticket.
• Add to Running Log - Add an entry to the running log.
• View History - View a history of changes made on this ticket.
• Add Attachments - Attach a file to the ticket e.g an image.
• View Attachments - View files attached to this ticket.

This view shows open tickets relating to user which have been grouped by workflow category. These will show counts of the number of open tickets with their workflow ticket prefix.

Once a user clicks on one of these groupings they can then order the returned ticket list by highest, lowest, newest, oldest.

This view shows open tickets relating to a users assigned markets. These will show counts of the number of open tickets by their market. Once a market is selected once again the ticket list can filtered by highest, lowest, newest, oldest as mentioned in the Open Tickets by Category section.

This view sorts open tickets by user role. The logged in user in this case is admin, so they will see all role related tickets. In the example below there was only one open ticket. Once a role is selected once again the ticket list can filtered by highest, lowest, newest, oldest as mentioned in the Open Tickets by Category section.

This allows the user to quickly find a ticket using the id, without the ticket prefix.

The search by summary option allows the user to use the summary string from the ticket to get results. Further filters available in this view are as follows:

• Checkbox to include closed tickets in results.
• Checkbox to show maintenance (PM) tickets.
• Filter to narrows the start and end dates for ticket creation.

The PM Portal is an additional feature available in the Mobile Ticketer which is not available in Ticketer Workbench. We will discuss this in further detail in the customer specific sections as there are differences for this set up per customer. Please see the below links for further details:

• Introduction to Mobile Ticketer - Extenet

• Create PM Ticket - Create a ticket in the preventative maintenance workflow
• View My Open PM Tickets - View open PM tickets for this users visibilities and ownership.
• View My Overdue PM Tickets - View PM tickets for this users visibilities which are overdue, meaning they have past their scheduled due date.
• View All My PM Tickets - View all open PM tickets for this users visibilities.
• Search by Name/ID - Search for a ticket by its id or by node or hub name. Wildcards can also be used in this search.
• Mobile Ticketer - This provide provides a link back to the main navigation screen for the mobile ticketer.

Self Assessment

• Create a ticket in the Mobile Ticketer on a qa environment.
• Run through some of the main ticket options, such as adding forms, adding running log entries, changing status.
• Perform some searches for tickets both by summary and by id.
• Navigate through the open tickets sections by responsibility, market and category.

Once you have completed reading the customer specific sections on PM and the mobile ticketer:

• Search for or create a pm ticket on a qa environment and navigate through the behaviour associated with the state transitions.
• Search for a pm ticket within the pm portal in the mobile applciation.
• View a co-located pm ticket within the mobile pm portal and look at the history of that ticket.